Job Title:
Tech Support Engineer
Duration:
12+ months contract (Plus Extensions)
Location:
Staines, United Kingdom (Hybrid)
Role overview:
- We are currently looking for a highly experienced Tech Support professional to join our team. This role involves direct interaction with customers and internal teams to provide top-notch support, manage backlogs, and resolve complex technical issues.
- You’ll work closely with both external clients and internal departments, offering expert-level support including troubleshooting, scripting, debugging, and case management.
Key Accountabilities:
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
- Opportunity to become a Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
- Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
- Help in the development and mentoring of team members in various technologies and the ServiceNow Platform.
- Suggest and implement improvements to internal processes.
- Work on technical and non-technical projects.
- Communicate with customers and our teams through case, phone, and other electronic methods.
- Create knowledge base materials dedicated to operational efficiency while also empowering and enabling the customers.
- Maintain impeccable case hygiene and customer-related files and records.
Essential Skills:
- UI development or support experience.
- Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, and Mobile application development.
- Reading and debugging Java and JavaScript code (Writing JavaScript will be beneficial).
- Troubleshooting experience using browser developer tools.
- Advanced knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be a bonus.
- Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell.
- Good experience with relational databases (e.g., MySQL, Oracle).
- Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies )
- Experience using Linux/Unix OR Microsoft Server.
- Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease.
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems.
- Personal commitment to quality and customer service.
- Ability to multitask and efficiently manage case backlog.
- Should be a team player working efficiently in a collaborative environment
- Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers).
- Leading investigations and resolving complex issues and escalations while demonstrating exceptional technical understanding, business processes, and customer needs in a timely manner.
Desirable Skills:
- Experience providing SaaS support.
- Experience developing applications within the ServiceNow Platform.
- Experience in diagnosing performance-related issues..
- Experience using tools like Eclipse, Splunk, Xcode, Android Studio, and SauceLab.
